Welcome to Ayehu Insider – a series of blog posts that cover expert tips, behind-the-scenes stories and interviews from inside our company. Learn about the people behind the Ayehu brand and get to know what goes into making such an innovative product. Enjoy!

We’ve written a lot of posts about how other organizations can use the Ayehu platform to automate their IT operations, optimize their cybersecurity incident response strategy and maximize their efficiency and productivity levels. But what we haven’t shared is how we use the Ayehu platform in our own company.

Meet Ayala Zimner, Leader of QA and Technical Support at Ayehu. Not only is Ayala an expert at providing support to clients who use the platform, but she’s also a pro at using it herself. We asked her to share a few use cases that she felt would demonstrate how the platform has been beneficial to herself and her team. Here’s what she had to say.

Escalation to the support team when a notification comes from Zendesk about a new urgent ticket…

“By automating the escalation process, we are better able to maintain service level agreements (SLAs) with our customers. Before the automatic escalations, we used to miss SLAs on urgent tickets almost 100% of the time, particularly when they were opened outside of our working hours. Since we started using the escalation feature, we’ve been able to maintain our SLA at 80% for tickets opened outside our working hours by alerting our on-calls on time.”

Automatic license expiration report…

“This report helps our sales and account managers know when they need to contact their customers to renew their licenses. Before that report, the support team wasted about 30 minutes a week on generating this information.”

“These self-service forms allow anyone at Ayehu that has access to the site to easily generate any custom report they need. Not only does this save the support team about 2 hours a week of handling requests from management, account managers and sales, but it has also dramatically improved the user experience. Now when someone needs a report, they can simply use the platform to run it themselves without having to open a ticket and wait for resolution.”

Ayehu website availability checks…

“This was a test that wasn’t routinely performed in the past, and as a result we were not aware when there was a problem with the website. Now, the site administrators are notified instantly upon automatic detection of a problem so it can be immediately addressed and quickly resolved.”

The beauty of these features is that they can be leveraged in any organization of any size and in any industry. Ayala and her team are much more efficient and effective at their jobs thanks to these simple yet highly impactful automated platform features. We invite you to experience these benefits for yourself by downloading your free trial of Ayehu today. And remember to stay tuned for our next installment of Ayehu Insider coming soon!

About the Author

Gabby Nizri, Co-Founder, CEO of Ayehu
With nearly 20 years’ experience in technology innovation, Gabby is the driving force behind Ayehu. His multidisciplinary background in product engineering, sales and professional services brings together key elements necessary to deliver the company’s IT process automation solution that has proven to be a force multiplier for businesses facing operational IT and cyber security challenges. Since co-founding the company, Gabby has advanced his thought leadership in IT automation and been dedicated to setting the company on a path to strong growth and validation. The Ayehu platform continues to earn accolades from customers, partners and industry experts including Gartner, Red Herring and Deloitte. Prior to founding Ayehu, Gabby held various operational and management positions at successful Israeli technology enterprises including Infogate Online Ltd, Webmaster and Walla Communications Ltd.

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About Ayehu

Ayehu is the IT Automation and Orchestration platform built for the Digital Era. Powered by machine learning algorithms, it acts as a force multiplier for IT operations, security operations, managed service providers (MSPs) and managed security service providers (MSSPs). Customers can significantly save time on manual and repetitive tasks, respond to incidents with pinpoint accuracy, accelerate mean time to resolution, and maintain greater control over IT infrastructure.